Dear Jon,

bugzilla_noreply@novell.com wrote:
> https://bugzilla.novell.com/show_bug.cgi?id=197784

> ------- Comment #34 from jonharson@gmail.com  2006-12-18 16:33 MST -------
> Dear Mr Mitchell, 
>     We are sorry to hear that your experience of SUSE Linux 10.1 was below the
> high standard you have come to expect from SUSE. As part of our customer
> satisfaction program we are happy to offer you a free download of openSUSE 10.2
> from http://download.opensuse.org

Thank you for responding to my report, but your reply misses the point I
was making. I find downloading Linux distributions and burning them to
media inconvenient, which is why I'm prepared to pay for the convenience
and inclusive support of a boxed product.

In the case of SUSE 10.1, I did not get this convenience and my money
was wasted. Offering me a free download of 10.2 with no support does not
address my point because I could do it for free anyway even if I hadn't
paid for 10.1.

It happens I had just ordered (ref #4758906600) a boxed copy of 10.2
before finding this bug in your database via the login that order gave
me. It would be an act of good faith on Novell/SUSE's part to refund the
cost of that order.

Regards,

Keith Mitchell